#Unplugged

“Like” this post if reducing screen time is on your ‘should do’ list.  👍🏻

Taking a break from glowy little screens is essential to reduce stress, eye strain, and fatigue. We can’t be the only ones shopping online or playing games on our phone at midnight, right?

Give your eyes, neck, and brain a break. For the vast majority of us who have to sit at a computer for work, here are some tips to help the in-between times: 

• Leave your phone behind during meals. If you’re working from home, take the time to eat with your kids, spouse, or pets. While your longstanding lunch date plans might be on hold, schedule a virtual lunch with your friends, and hold each other accountable for muting work notifications during lunch. That’s what breaks are for!

• Disable distracting notifications. Rather than checking your phone every time you hear a ding - who can resist? - use your phone’s settings to shut off unimportant notifications for specific hours every day. Now it’s out of your hands.

• Physically distance yourself. Socially distance from your technology every few hours. When you get a moment, step away from your computer, and do something other than checking your phone. Make a cup of joe, visit the restroom, check the mail, or play with the dog. Do you think they’re sick of all the extra attention yet? (Impossible)

How do you like to unplug? So very 2005 of you!

Know When to Pass the Baton

Is your attempt to be a customer service hero backfiring in wasted resources and an annoyed customer - or a line of them?

Asking for help or connecting a customer with someone who can assist them more efficiently may be best for all involved. Know when to pass the baton, especially if your customer’s patience is running thin, using these statements:

• “I don’t have that answer, but I’ll find someone who does.”

• “I’d like to introduce you to my co-worker Bill. You’ll be in great hands. He’s a pro at these kinds of transactions.

• “I can certainly research this for you. Or, I can refer you to our Delivery department, who will be able to look up your information directly. Would you like me to transfer you now?

Need some more customer service talking points? Contact us to learn more.

They're with me...

Is your workflow or phone system bouncing clients around from department to department like a swanky New York nightclub?

Ugh, talk about frustrating. When possible, give your customer VIP access.

Before you hit that transfer button, ask these questions:

• Is this something I can answer or manage behind the scenes? It may not be in your job description, but making a quick phone call or checking in with a supervisor could mean keeping your customers happy - and in one place.

• Can I facilitate a meeting? If you have to transfer a customer to a new department, make it a three-way call and provide background, so the customer doesn’t have to repeat themselves.

• Does someone new need to take over? Follow-up for your customer over and wait while they complete their transaction.

Staying with a customer through every step of a transaction can go far in making them feel well-taken care of.

How do you make your customers feel like VIPs?

Let us know at ann@wardcertified.com. 

News from our Network: We’ve got a new webinar to share with you! Resilience in a New Reality

By definition, psychological resilience is the ability to cope with crisis and return to pre-crisis quickly. It is the capacity to be robust under conditions of enormous stress and change.

This webinar workshop will provide the opportunity to develop this muscle and skill. You’ll learn about

• The growth mindset 

• The collaborative communication technique  

• And have a renewed inspiration about the future 

If you’d like to learn more about our network partner Kery or this workshop, shoot me an email.

Those are fightin' words

At face value, certain words and phrases seem pretty harmless. Add some tone, underlying frustration, or a need to be right, and suddenly, you’ve got a category 5 passive-aggressive storm on your hands. And, if the conversation is in an email with no additional context? Take cover! 

If you’re feeling frustrated in a situation, it’s best to take time to calm down before you respond. It will help you avoid putting the other person on the defensive, or casting blame and shame. The first step is realizing how some of our immediate response phrases can imply a different meaning. Below are some commonly used responses that sound professional but are still petty:

If you say these phrases -> this is what they really hear:

“Actually…” -> “Wrong!”

“Per my last email,” -> “Can you even read?!”

“See below” (followed by highlighting missed info in the original email) -> “I didn’t drop the ball, you did.”

Ouch!

Which words or phrases would you add? Let us know at ann@wardcertified.com.

Plug in to your Customers

Has your company recently rolled out a new app or online service? Your customers are more tech-savvy than ever, so stay aware of your company’s latest technology and software updates to meet their modern-day, touch-screen needs.

• Once a month, check with your manager, as well as company materials, to see if there are any new app updates, e-services, or other online resources.

• Test drive the merch’. Enroll, participate, and engage as a customer would so you can understand their experience and help them troubleshoot.

  • “I can show you how to bypass the homepage and go directly to your order.”

• Convert the old-schoolers. Suggest online and fast self-service options to make it easier for customers to manage their transactions in the future.

  • “I’ve completed your transaction. Would you like me to help you download our app, so you can check your balance, make transfers, and even deposit checks anytime?”

What are your favorite e-shortcuts? Share them with your team at your next huddle.

Supercharge Your Time

It’s 10 am. You’re staring blankly at your computer, waiting for your third cup of coffee to kick in. Meanwhile, Brenda has just posted on slack that she is on her way to completing half her to-do list.

Sound familiar? No, your co-worker’s coffee isn’t spiked, but her energy is. We all have different energy levels throughout the day, and hers just happens to surge in the morning.

Taking advantage of when your energy peaks can help you:

• Increase your productivity. Schedule your tasks around your energy, and you’ll get more done.

• Feel more accomplished. Use that momentum to finally start or complete those bigger or more challenging projects you’ve been putting on the back burner.

• Reduce the amount of time you work - really! It’s not that you need more time; you just need the physical and mental capacity to take action.

How ‘bout you? When do you feel spikes - or slumps - in your energy?

Is this thing on?

Why is building rapport so important when working virtually? It creates a friendly interaction and builds trust and connection. While no one likes an awkward silence, building rapport is a skill that may not come naturally to everyone.

If you don’t have a personal anecdote or another conversation starter, simply inform the customer of what you’re doing as you’re doing it. It’s a great way to build rapport while giving updates, keeping your customer in the loop, and making a real connection.

How do you fill those “cricket, cricket” moments with your customers on calls? Let us know at ann@wardcertified.com.